Vodafone

What you’ll do

Your dream job does exist. 

Discover it at Vodafone!

We are looking for a Digital Product Lead – Predictive Care Squad.

First things first: Our Brand.

We are a digital brand and a global technology company, operating in the fields of telecommunication, e-commerce, gaming, insurance, TV, tech-fin and payment systems, currently in 21 countries. 

With our expertise and passion for digitalization at Vodafone, we are a global center of excellence that sets the pace in the industry. 

We are proud to export our successful practices abroad, while transferring our global know-how to our country.

We have a global team of more than 90.000 colleagues taking part in a transformative and an exctiting journey.

Our Spirit, Our Way.

Here are the key behaviours that help us bring our Spirit and Purpose to life: 

• Earn customer loyalty: Small things do matter. 
• Experiment, learn fast: Just take the chance. 
• Create the future: That’s possible. 
• Get it done, together: It’s up to each of us to make it happen.

Here, everyone can feel free to be themselves and express their ideas.

We are proud to have the most flexible #hybrid way of working in Turkey. 

Together with your team, you can decide which days to come to the office depending on your work requirements. 

Another favorite: Meeting-free afternoons! Every Friday, arrival of the noon means we can start to take it easy: spend time working on our personal development or catching up with our team. We call this #CumaKafası (Friday mood).

And yes we are Agile! The world is constantly changing. And we cannot afford not to! Our journey began by simplifying our organizational model and transforming into a more agile structure that now we use extensively, especially in our development processes.

Why is this role really critical to us?

• Building and executing journey strategy thru identifying target customer, channel and when/where to reach that customer with which offer of base care activities in the Squad.
• Purpose of the Predictive Care Squad is to appertain to customers in the moment on need with related intent and cover the solution via multi channel approach. 

How will you spend your time at Vodafone?

• Lead the Predictive Care strategy management, organize customer base care actions aiming to achieve superior customer satisfaction, maximize NPS by increasing and sustaining customer lifetime
• Defines target group (who) and customer journey in MCCM (how), working closely with Big Data and other digital product leads to define care offers (what) and channel orchestration (where), as well as decision architects to make sure relevant developments are made. Role works closely with decision architects, marketing & commercial & channel leads.
• Designing personalized and data-driven journeys in Pega (MCMM), reduce customer disconnection with better customer engagement and activity.
• Lead the real time trigger and roadmap aiming to maximise real time engagement with our customers finding relevant best care experience triggers.
• Deep dive understanding of customer behaviors & business needs to improve squad KPIs and to build seamless experience in a horizantal approach.
• Uncovering potential care areas and conducting A/B tests to optimize core activities.
• Trying new technologies and services, explores digital opportunities to boost digital experience and engagement
• Improve, monitor and maintain journey strategy aiming to maximise customer NPS with AI driven data approach
• Main operations are care & customer ecperience journeys.
• Main KPI’s are: deliver CX journeys, decrease deep detractor %
• Effective stakeholder management of key business relationships
• Work in harmony with agile practices & get ready to own different responsibility within Squad.

You are just the person we’ve been looking for, if you have:

• BSc. degree in business administration, industrial engineering, economics or similar fields of engineering
• Has a strong commercial mindset, ability to define marketing and sales opportunities
• Experience in Telecommunication sector at marketing and/or commercial roles
• Highly proactive, have a strong can-do attitude
• Ambitious & competitive professional with high personal drive & leadership attitudes
• Strong analytical skills, results-driven and delivery-focused
• Pega knowhow is a plus
• Flexible on taking responsibility of other roles (commercial, marketing, channel) where needed to build a collaborative team environment and ensure team commitments are met on time and with high quality
• Strong written, verbal communication skills & interpersonal skills both in English and Turkish
• Resilient while working in competitive & rapidly changing environments
• Comfortable in problem solving & decision making
• Good team player, have social skills that enables collaboration closely and easily with core team members and stakeholders

Get to know us

If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

This role has a #Hybrid working model

Wait for it: Our benefits!

We like to keep them flexible:

• Vflexy: Flexible Benefits Program 
• Hybrid working kit
• Ergonomic kit allowance 
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services 

Plus, plenty more to enjoy!

#LI-Hybrid 

Data Privacy

By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details.